Head of Customer Service - Iberia

Overview  At VELUX, we give you the chance to grow. To shape your own career. To be part of a company that leads the market in sustainable indoor living. A company that aspires to transform the life of both people and planet. We offer you a world of opportunities – if you have the ability and the drive to take them.
Position
The Head of Customer Service will be an integral part of the Market leadership team. Strategic and hands-on, the Head of Customer Service will be responsible for overseeing and managing the Customer Service operations within the Market organization. This role involves ensuring customer satisfaction, developing Customer Service strategies, and leading a team of Customer Service professionals. The Head of Customer Service plays a critical role in enhancing the customer’s experience, resolving customer issues, and fostering a customer-centric culture.
Responsibilities    Customer Service Strategy and Management :  Design and execute the market strategy for the Customer Service department, which takes care of different stakeholders, such as homeowners, dealers and installers, ensuring seamless delivery from first contact to order, to after-sales support.
Ensure the Customer Service department is focused on quality, responsiveness, and commercial impact.
Own the customer relationship management (CRM) across multiple touch points, including the website, contact center, chatbot, advisory service and technicians, ensuring a seamless and consistent customer experience.
Oversee the resolution of complex customer issues and complaints.
Operational Excellence  Oversee daily customer service operations to ensure efficiency and quality.
Develop and implement processes to prevent recurring issues, and implement initiatives to improve overall customer experience.
Monitor customer feedback, service levels and complaints to identify areas for improvement.
Oversee end-to-end operations from order management to delivery and after-sales.
Promote efficiency, agility, and disciplined cost control across all operational functions.
Continuously improve tools, systems, and processes to eliminate redundancies and unlock synergies.
Propose and implement the most effective models (in sourcing vs outsourcing).
Establish and optimize processes to manage after-sales interventions efficiently.
Champion Occupational Health and safety laws, practices, policies and legal requirements.
Team Leadership and Development    Lead and mentor the customer service team, fostering a culture of high performance and professional development.
Ensure the customer service team has the skills and resources necessary.
Performance Management    Monitor and analyze customer service metrics to assess performance and identify areas for improvement.
Develop and implement performance improvement plans for customer service staff.
Cross-Functional Collaboration    Collaborate with other departments such as sales, marketing, and global Operational excellence, to ensure a seamless customer experience.
Provide insights and recommendations to senior management based on customer feedback and data.
Collaborate across SWE Customer Service teams and beyond to improve service blueprints and share insights.
Team Leadership & Culture    Foster a high-performance, inclusive, and feedback-driven culture.
Support leadership development and cross-functional collaboration.
Support strategic Projects, change Management, lead key transformation initiatives.
Manage change processes with clear communication and stakeholder alignment.
Financial & Performance Management    Align budget planning with strategic priorities.
Transform the department into a source of profit by identifying and leveraging opportunities for revenue generation.
Own and manage the Customer Service department P&L.
Drive performance against expected targets and KPIs, and implement continuous optimization strategies.
What We Look For (Qualifications)    Strategic Thinking :  Ability to develop and implement strategic Customer Service plans aligned with business objectives. Experience in providing strategic recommendations to senior management.
Leadership and Management :  Strong track record in building teams,…